Job Description

Lead the Future of M365 Migrations as a Hypercare Lead at Wipro

About Wipro: At Wipro, we transcend the typical boundaries of a company; we are pioneers, continually forging paths in transformative solutions. For decades, our dynamic approach to integrating people, processes, and technology has established us as industry leaders. Since 2006, Wipro has been at the cutting edge, empowering businesses with innovative cloud solutions that accelerate operations, redefine processes, and revolutionize workplace dynamics.

Role Overview: We are on the lookout for an adept Hypercare Lead to steer our hypercare support team through the critical post-migration phase of a large-scale M365 tenant-to-tenant migration project. This pivotal role is designed to ensure a seamless transition, effective resolution of user issues, and act as the senior escalation point, setting the stage for smooth business-as-usual operations.

Key Responsibilities:

• Spearhead the hypercare support team, ensuring timely and effective issue resolution.
• Act as the senior escalation point for all M365-related issues, with a focus on Exchange Online, SharePoint, and Teams.
• Identify trends in issues, collaborating with the migration team to devise solutions and document these in user guides, FAQs, and knowledge base articles.
• Monitor hypercare performance metrics, reporting findings to stakeholders and ensuring alignment with long-term support strategies.
• Work closely with communication and change teams to optimize user experience and ensure transparent communication of updates.
• Conduct post-migration debriefs to extract lessons learned and foster continuous improvement for future projects.

What We’re Looking For:

• Deep expertise in M365 workloads including Exchange Online, SharePoint, Teams, with a preference for knowledge of the Power Platform.
• Robust experience in managing hypercare operations and post-migration support.
• Proficiency with ITSM tools, particularly ServiceNow, for managing support workflows.
• Exceptional problem-solving capabilities and adeptness at troubleshooting complex technical issues.
• Proven leadership prowess with experience in mentoring support teams during critical periods.
• Stellar communication skills for effective engagement with stakeholders.

Experience Required:

• Considerable experience within the M365 ecosystem, focusing on support and migrations.
• Demonstrated experience leading hypercare efforts in multiple tenant-to-tenant migration projects.
• A proven track record in crafting high-quality user documentation and facilitating knowledge transfer.

Inclusion at Wipro: We recognize your unique potential over the credentials on your resume. We support work-life balance with flexible working arrangements and ensure an inclusive culture that supports you throughout the application process. We are committed to accommodating all candidates.

Your Benefits:

• Competitive salary.
• Generous benefits package.
• Ample opportunities for training and development.

Equal Opportunities: Wipro is proud to be an Equal Employment Opportunity employer. We make all employment decisions based on merit, competence, and business needs, without regard to any personal attributes.